Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast ran new cable lines in my area in November 2024 and I have not had internet service since then. Technicians have been out several times to fix but have not been able to. I was told by the area Supervisor that someone would be out to correct the problem on several occasions and still no service as of today. To make matters worse they interrupted my service today for non payment after being told by the Supervisor that he would take care of the payment issue and he said he would make sure a credit would be issued from November to the current date. Ive tried calling and texting him over the past week and now no response. I called one of his area technicians that was here to work on the issue and no return call or response from either of them. Ive have asked that if you can not correct the issue let me know and still no response. This has been going on for months while they deducted money from my account every month while knowing this issue has not been resolved. Is there anything anyone can do to help. I have no service at all so that means no tv and no internet access for months. Ive been a Comcast customer for over 25 years and now this is how Im being treated. Once again this issue was caused by Comcast and they just decided to do nothing for the customer. Is there anything that anyone can do to help.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ******
              *******************
              Historic **********, DE 19720
  
                  Case Number:      23694717
              Date of Notice: August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 6, 2025, a service visit was scheduled where a technician investigated the service issue and referred the matter to Comcast's Maintenance team. On August 6, 2025, a maintenance technician visited Mr. ******* location and corrected the service issue by readjusting the customers node signals to confirmed they are within specifications. On August 8, 2025, I spoke with Mr. ****** and confirmed services were working normally.
  
  Mr.****** was requesting compensation for ongoing services issues due to not receiving full services since November 2024.
  
  Account records reflect Mr. ****** was provided a service credit on November 1, 2024,this reflected on the November 5, 2024, billing statement. On November *******, there was a service credit applied to the account. This reflected on the December 5, 2024, billing statement. On February 8, 2025, there was a service credit applied to the account. This reflected on the March 5, 2024, billing statement.
  
  On May 28, 2025, there was a service credit applied to the account. This reflected on the June 5, 2024, billing statement. On August 7, 2025, there was a final service credit applied to the account. This will reflect on the September ******, billing statement. Mr. ****** failed to make payments on the account which resulted in services being disconnected on July 3, 2025. Mr. ****** made a payment on July 4, 2025, to have services restored.
  
  On August 2, 2025, services were once again disconnected due to ******************* were restored on August 4, 2025, so we could troubleshoot for the August 6, 2025, service call. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******** *.
  Executive Customer Relations 

  Customer Answer

  Date: 08/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Comcast for what I believe to be a fraudulent billing claim and an unfair attempt to collect a $25 charge that I do not owe. In 2024, I was approached at my home in ******** by a Comcast representative named ***** ********, who offered a promotional internet service. Before I agreed, he asked me to prepay $25 using my debit card. When I hesitated, he repeatedly assured me that the full amount would be refunded if I was not satisfied and that I could cancel the service within the first month without penalty. I trusted his promises, which I now realize were misleading and deceptive.On January 11, 2025, a Comcast technician arrived to perform the installation. My primary internet usage is in my home office, but the technician installed the modem in our living room without our permission, which caused all our essential devicescomputer, phone, and printerto stop functioning. When we asked the technician to restore the system to its original state, he refused and left without taking responsibility. I was unable to work from home for nearly a week as a result. Due to these serious issues, we canceled the service the same day.Both Mr. ******** and Comcast customer service assured us that the contract be canceled and the $25 prepaid fee refunded. However, the refund was never issued. I eventually filed a dispute through my bank (*****), which investigated the claim and successfully reversed the charge.What shocked us even more was that in March 2025, despite having no further contact with Comcast and receiving no service, Comcast still issued a bill for $25a charge for services they never providedand then escalated the matter to a collection agency in 8/2/2025. This is a shameless and unacceptable action.Desired Resolution:* Immediate removal and cancellation of the /$25 charge * Written confirmation that I owe Comcast no balance * Assurance that no negative credit reporting will result from this invalid claim

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ***
  
  , IL 60563
  
                Case Number:                    23694715
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *** regarding Xfinity service.
  
  Our records indicate that the account confirms a payment was received on January 6, 2025, when the account was initiated. Installation was completed on January 13, 2025, and services disconnected January 14, 2025. No service balance was due, and the account was set to have the refunded. On January 24, 2025, a chargeback was received,reversing the January 6, 2025, payment and assessing a Returned Payment Fee.This fee remained unpaid and was turned over for collections on March 15, 2025.
  
  On August 5, 2025, I credited the account to waive the fee. This credit will not appear on a statement as the final statement already generated. On August 6, 2025, I spoke with ****** *** and advised him of the above information. I informed ****** *** that the account was forwarded to our collections team to close the account. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 23, 2025, Xfinity Mobile deactivated my phone number without cause or authorization while my account was active and in good standing. I had made all payments and used the number daily. This caused me to lose access to several essential accounts connected to the number via two-factor authentication, including Gmail, **********, my university services (MYUW), student loans, and payroll systems.Despite repeated calls over several days, Xfinity support failed to resolve the situation or provide any accountability. I clearly stated that I did not want the line reactivated and instead needed acknowledgment and compensation for the harm caused. A customer service agent refused to escalate the matter or provide their name/employee ID, violating *********************** accountability policies.I am requesting a formal written apology, acknowledgment of fault, and reasonable compensation for the stress and disruption caused. If this is not addressed, I am preparing to file a legal claim in small claims court. I would appreciate BBB assistance in helping mediate this issue.Desired Resolution: Compensation, written acknowledgment of fault, and an apology from Xfinity.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ******
              ***********************
              *********************
  
                  Case Number:                      23694603
                  Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ******.
  
  On September 26, 2024, Ms.****** purchased two Apple iPhone 16 devices, in 24 monthly installments, on the ************** plan. On July 29, 2025, Ms. ****** contacted Xfinity Mobile.An Xfinity Mobile agent facilitated the activation of ***************** iPhone ************************************************** 2170. Ms. ****** subsequently requested disconnection of the line, which took place on August 14, 2025.
  
  As a courtesy, a credit was applied to the account on August 14, 2025. A pending credit was provided on July 29, 2025, and another pending credit was applied to the account on August 14, 2025. Both credits will be applied to the invoice dated August 26, *******. Toledo will continue to be billed for the remaining device balance owed on the iPhone 16 until the device is paid in full.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******** *.
  Xfinity Mobile Specialist

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity Mobile falsely claimed my phone was unlocked multiple times still locked Complaint Details:I purchased an iPhone 7 that was listed as locked to Xfinity Mobile. I contacted Xfinity Mobile multiple times to request an unlock so I could use it with my Boost Mobile SIM.Over the course of more than five support contacts (via phone and text), Xfinity Mobile agents told me that the device was unlocked, and each time told me to wait 30 minutes or slightly longer. I waited and nothing changed. The device remains locked and unusable with other carriers. No one followed up with me, despite promises of calls or emails.Later, I was told its Locked", with no explanation how that could happen if it was unlocked in the first place. I am convinced these agents never sent an unlock request for my device.This has wasted hours of my time and left me with a phone I cant use due to misinformation and poor customer service. Im requesting that ********************** properly and permanently unlocks the device, or provides an official unlock denial with explanation.

  Customer Answer

  Date: 08/05/2025

  Im writing to follow up about my complaint because Xfinity Mobile wont unlock my iPhone 7 Plus, which Ive fully paid for. I legally own this phone I bought it on ****. Its not lost, stolen, or blacklisted. The **** is clean, and it meets all the *** and CTIA rules for unlocking. When I first complained to BBB and talked to Xfinity Mobile, they gave me mixed answers. At first, they said the **** wasnt linked to any account. Then later, they said the phone is linked to an account and cant be unlocked. These conflicting answers show there might be a problem with their system or theyre trying to avoid unlocking it. Ive talked to a lawyer who said that according to *** and **** rules, phone companies have to unlock devices that qualify even if they were bought used. Refusing to unlock the phone just because Im not the original account holder, when theres no active account or unpaid bills, breaks these rules. I have all my proof and messages saved and can share them if needed. Now, Im asking the *** to make Xfinity Mobile unlock my phone or give a proper legal reason why they wont. If they still dont fix this, I will also file a complaint with the *********************************************************.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       Maximus Wedderman
              *****************************************************************************************************
  
                  Case Number:                      23694588
                  Date of Notice:             August 4, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by Maximus Wedderman.
  
  On August 5, 2025, I spoke with Maximus ********* via Email communication to discuss their Xfinity Mobile concern. Our records confirm that Maximus ********* does not meet the eligibility requirements to complete the mobile device unlock process due they are not the account owner or authorized user on the account that initially purchased the device from us which is a requirement for unlocking.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ******** *.
  XM Executive Resolutions
  *******************************
  
  

  Customer Answer

  Date: 08/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23694588
  
  I am rejecting this response because their policy is against FCC guidelines on unlocking. 
  
  
  Regards,
  
  Maximus *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rely on stable internet for work. Nearly every day between 1:00 PM and 3:30 PM there are intermittent outages. This is every day. I reported this to Comcast many months ago and they told me it was something wrong with my hardware or wiring. I now have data to show this is a Comcast problem beyond my walls. This needs to be fixed quickly. Proper service is not being provided by Comcast.

  Customer Answer

  Date: 08/05/2025

  Adding new internet outage data from 8/5/2025 showing persistent network outages starting in the early afternoon and continuing through the late evening. I received a call today from *** with Comcast who set up an appointment for 8/6/2025 between 2-4:00 PM. I am hoping that the technician will truly investigate this ongoing network issue.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:****** ******
  ********************************************************************************
  *****************
  
  Case Number:23694572
  Date of Notice:August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 6, 2025, a service visit was completed during which time the technician diagnosed and corrected the service issue by replacing the drop connector, drop ground block, and modem. On August 8, 2025, I spoke with Mr. ****** and verified that services were working correctly.
  
  In addition, from July 10, 2025 to August 7, 2025, there were multiple service outages in Mr. ******* area due to a combination of planned and unplanned maintenance activity. On August 7, 2025, the maintenance activities were completed and services were restored. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
   
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
   
  Sincerely,
   
   
  *** *. 
  Executive Customer Relations
   
  
  

  Customer Answer

  Date: 08/20/2025

  Comcast responded to my concern quickly and effectively. I appreciate the way the company worked to repair services and I have not noticed any issues with the service since repairs were completed. Thank you Comcast for your support. I appreciate it. 

  Customer Answer

  Date: 08/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business did an excellent job in handling this case.
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast is systematically preventing customers from using their services by preventing them from logging in on certain devices while paying excessive amounts for services. I pay for a bundled package through comast, my service includes cable with 2 premium channels - MGM+ and Paramount + . After purchasing a couple *************** for guest bedrooms, I found out that the Xfinity app does not work on **** products. I was not made aware of this at the time of purchase; because they were not purchased for immediate use, I did not find out until after the return period was over. Additionally, after attempting to log in to the Paramount+ app after Showtime shuttered isn't app and combine with *********, I attempted to log in to their app to watch a show while at a hotel and then later upon return home. Xfinity is the only major cable service provider that does not allow you to use your cable credentials to login to Paramount +. Selecting Xfinity under "login with your cable credentials" is not even an option like it is for every other cable provider. In short, I am writing because I am paying for services that I am not receiving. For the xfinity app to not be available on one of the largest TV brands in the world is insane an unacceptable. Xfinity does promote watching form their app vs having to rent a box. We pay to much money and prices have been raised sometimes 2 times in a yr for the last 5-6 yrs to not have the option to log in from any device or brand of tv. This forces you to inccur additional fees for a box. It is also undermines the customer experience by not allowing customers to log in individually apps live ********* individually. Xfinity even blocks channels on their app if you leave the house and watch on the go. My request is that Comcast/Xfinity be mandated to provide these services that we pay for and they advertise. Instead of helping customers they are strangling them and forcing a diminished experience. I want a refund of Paramount+

  Business Response

  Date: 08/21/2025

  
  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  ***************************;
  
   
  Re:   ******** King 
           MA 02140 
  
           File Number: 23694337
           Date of Notice: August 3, 2025
  
  Dear *** or Madam: 
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ****. 
  
  Upon receipt of this complaint, both a Comcast ***************** Assurance technician and a Comcast Executive Customer Relations reprsentative made several attempts to contact ******** ****. Unfortunately, all contact attempts were unsuccessful.  Additionally, ******** ****** request for compensation, has been respectfully denied as there is no justification for compensation at this juncture in time.  Contact with ******** **** is required for further assistance with this matter. 
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  ************** 
  
  
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a new plan with Xfinity in June. A tech came out to install a new modem as my internet needed upgrading.. He came out with the modem and installed it. He also scanned and took my old equipment. My internet was the best its been since I first moved in ten years ago.A week and a half ago they speed bumped my internet and ruined all the good tThe tech did by installing the hew modem. All was fine until this non- consented ******** latest bill they over billed me saying the equipment the tech took back with him was not returned. This simply is not true as Ive told them today before both *****s left the chat of the issue they said they were fixing. This happens all the time there. The first ***** said its the old rudiment. I said the tech took it which he did. **** was fine last month so why now when it was installed in June? Nothing new only the speed bump issue they did for no reason. Now, they want me to agree to a new deal which likely is to negate all their screwups than cause this mess in the first place. I want the plan I agreed to in June back and my internet speed back to what it was as this speed bump ruined all the good the tech did with the new modem just in June.2 *****s and Im left wasting an hour with no resolution. Sometimes its 6 *****s who dont have the decency to switch you or tell you before they split. They blamed inactivity when the inactivity is them pretending to tic the over billing issue I believe the issue with the *****s is they knew they screws up and dont have the answers. If one dos not know they simply leave the chat or dont type. This causes inactivity and I get disconnected only to have yet another ***** do damage control. Its asinine and dishonest.I want what the last ***** was fixing of the new deal j agreed to back in June back and try hook to stay at what we agreed to. The speed back to what j had in June and early July also when it was good,Thank you,**** . . .

  Customer Answer

  Date: 08/06/2025

  Last week,  I attempted to address an overbilling issue but was disconnected during the process. Two *****s left the chat after putting me on hold for an extended period while they were supposedly working on my problem.
  
  Prior to their sudden departure, they tried to resolve an overbilling issue. They presented a new plan, claiming it was an update to my previous one, even though it included items that were not part of the plan I had agreed to for a year back in mid-June. This situation seems illogical unless its an attempt at damage control, which is often the case.
  
  The recent and random speed upgrade has led to issues for me, including the compromise of two accounts due to security instability. If possible, I would appreciate it if the speed could be reverted to its previous state, especially since this change was made without any prior notice and the unnecessary issues it has caused.
  
  
  It seems unnecessary to implement such a change without my knowledge or consent. Unfortunately, this is one of the reasons I am reaching out, especially given the ongoing false charges of equipment I do not possess and fees that were waived in June. 
  
  
  If the issue cannot be completely resolved, I would prefer to close my account. Honestly, that option seems more appealing and preferable considering my experiences with customer service over the years.

  I have attached additional screenshots showing the inconsistent responses from various *****s, which often lead to more confusion and stress. Some seem good on confirmation only to fallback to the old being why I am sadly here,

  I apologize for the disorganized screenshots as they are out of order in how they load, Nevertheless, they effectively demonstrate the origins of this issue and how other *****s tried to resolve the damage, occasionally making it worse unintentionally.
  
  I would like to tackle this issue through documentation first as I told the first ***** who replied  as the recent phone calls and emails from various unfamiliar numbers regarding this complaint have been random and unhelpful. Thank you for your prompt attention to this matter.
  
  
  Best regards,
  
  
  Erik 

  Business Response

  Date: 08/20/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ***********
           **********, MA 01930
  
           Case Number: 23686698
           Date of Notice: August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *********** regarding Xfinity service.
  
  Our records indicate that on **** 15, 2025, Mr. *********** accepted an agreement for 12 months, effective **** 17, 2025, it will expire on **** 17, 2026. The promotion is for the Superfast internet for 24 months effective **** 17, 2025, it will expire on July 3, 2027. On July 4, 2027, the promotional rate will increase until July 3, 2028, after which time retail rates will apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  On **** 17, 2025, a service technician visit was completed, it was found that the Internet/Voice Equipment was defective, and it was replaced. 
  
  On **** 27, 2025, the billing statement was generated, it included a partial charge for the services from **** 17, 2025, through July 3, 2025. On July 3, 2025, a payment was applied to the account. On July 3, 2025, a loss of service credit was applied to the account, it reflected on the July 27, 2025, billing statement. On July 16, 2025, Mr. *********** started getting billed for the inactive Internet/Voice Equipment. 
  
  On July 27, 2025, the billing statement was generated. It included a partial charge for the inactive Internet/Voice Equipment from July 16, 2025, through August 3, 2025. On August 1, 2025, a payment was applied to the account.
  
  On August 12, 2025, I applied a billing adjustment credit for the inactive Internet/Voice Equipment charges, it will reflect on the August 27, 2025, billing statement.
  
  On August 14, 2025, a service technician visit was completed, it was found that the Internet/Voice Equipment, connectors, amplifier, and the ground block were defective and were replaced.
  
  On August 14, 2025, the old inactive Internet/Voice Equipment was removed from the account. Even though the inactive Internet/Voice Equipment was removed, the monthly inactive Internet/Voice Equipment charge had not been removed. On August 18, 2025, Mr. *********** approved an order to remove the inactive Internet/Voice Equipment charge from the account. 
  
  On August 18, 2025, I received an email from Mr. *********** where it was confirmed that he approved the order that I created on August 18, 2025, to remove the inactive Internet/Voice Equipment and acknowledged that the correct agreement from **** had been reinstated. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:08/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer For over 20 years. I am having difficulty . In July I called to change my service because by bill increased and I could no longer afford to pay this much. My husband has retired and our income is more limited now. . Every time you call or chat it takes at least an hour to get a questioner answered.Customer service is poor .The ***s are foreign and you cant understand them and they promised you services or try to sell *** services but lie So in July I was told that my package had increased because a promotion that had been placed on my acct had expired but I was told that a new promotion would be applied and I wouldnt lose my services my TV and the 1 gig of internet. I agreed to the services and was told my services would be 153$. A month.I signed the contract sent to me. had to return a box that I had they removed from my services. So I went to the store. When I went to the store the lady at the store was very frustrated and it took her over an hour. She said my ordered had never been pushed through and no credits very given to me as the customer service *** had promised for another TV box that I was charged for and hadnt used in two years. The lady at the store said this box I returned wasnt even linked to my acct. And I said well its way over 10 years old and they have charged me monthly Needless to say she could not offer me credits etc.Long story short I have been screwed over by Xfinity for the last year or more being lied to me about my mobile service, promising me a free phone in which they charge me for every month because the *** put the order in wrong, And from promising packages etc that they dont process.The lady at the store could not give me a package that was in the cost that I was promised. And sign an agreement too. She cut my internet and my TV down Now my internet is so slow I cant even use it. I want to file a complaint against this company for false advertising and for lying employees

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    **** ******
           ********************
           ******, IN 47441
  
           Case Number:  23694134
           Date of Notice:  August 3, 2025
   
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ******.  
  
  Regarding the Xfinity Internet monthly service credit promotion concern, on August 10, 2024, **** ****** agreed to a 12-month promotional offer for Superfast Internet, at a promotional rate. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount on their Xfinity Internet bill provided they satisfied certain requirements. To qualify for the promotion, customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Internet bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier. 
  
  **** ****** satisfied the promotional requirements and received the promotion as intended. On August 22, 2024, a 12-month Xfinity Mobile discount was applied and is effective through August 21, 2025.
  
  The contractual agreement was effective from August 10, 2024 to August 24, 2025. The promotional rate for Superfast Internet was effective from August 10, 2024, through August 20, 2025, at which time, the retail rate would apply. Additional services included ************************ TV Box, and xFi Complete (which included Internet equipment and *************** at the retail rates. The account received a two-product discount. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account received a self-service discount with enrollment in Automatic Payments with a linked credit or debit card and Paperless Billing. 
  
  On July 3, 2025, ***** ****** consented to a change of service, and an order was created for a 12-month promotional offer for 1 GBPS Internet, at a promotional rate, which includes the ************** Option and Xfinity WiFi Gateway. The change of service was not completed as scheduled on July 4, ****************************** a pending status until being canceled on July 14, 2025. The cause is unknown. 
  
  On July 3, 2025, the unreturned TV Box was removed from the account as a courtesy. On July 14, 2025, the rate code for the unreturned equipment was removed. 
  
  On July 14, 2025, a change of service was completed, and the account was enrolled in 500 MBPS Internet, which includes the ************** Option and Xfinity WiFi Gateway, at the retail rate. The Entertainment genre pack was added at the retail rate. The account continued to receive a two-product discount with enrollment in ********** Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. During the change of service completed on July 14, 2025, the 12-month Xfinity Mobile discount was removed. 
  
  On August 3, 2025, ***** ****** consented to adding 1 GBPS Internet, which includes the ************** Option and Xfinity WiFi Gateway, at the retail rate. The account remained enrolled in *********, ************ and TV Box at the retail rates and received a two-product discount. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. A self-service discount is available should ***** ****** enroll in Automatic Payments with a linked bank account and Paperless Billing. The self-service discount will be applied within 45 days of meeting the requirements. 
  
  On August 7, 2025, a 24-month promotional offer was added for the TV Box at no charge, effective from August 7, 2025, through August 20, 2027, at which time, the retail rate will apply. On August 7, 2025, credits were applied for the unreturned TV Box for ten months, to offset the monthly rate billed from July 21, 2025, through August 20, 2025, and to honor the rate provided on July 3, 2025. The credits were reflected on the August 8, 2025 billing statement. 
  
  On August 7, 2025, an Executive Customer Relations specialist called **** ****** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ********* *.
  XM Executive Resolutions
  ********************************

  Customer Answer

  Date: 08/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I requested twice by phone on June 5th and 6th, 2025 to cancel my internet service as I had a new one with another company. I was connected to a specialist (probably sales) who would not let me cancel until he had finished a long spiel about their new offer, a deal so wonderful, I wondered why it hadn't been offered me when I called previous times to lower my bill.Finally, the *** gave me instructions for cancellation effective that day, including returning the equipment. The technician to disconnect did not arrive until June 10th. I returned the equipment as soon as I could, Sat., June 14th. I received an email stating that my "equipment return is complete" on June 20. At no point did any *** with Comcast/Xfinity tell me that a balance was due, and in fact a credit would be issued after the return.According to an email received from Xfinity, my last payment, for $63.00, was received on June 22nd. About July 17th, I began to receive notice that my service was disconnected for NONPAYMENT. I have received several since.

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** *******
  ****************************************************************************
  
  Case Number:23693931
  Date of Notice:August 3, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On August 8, 2025, I spoke with Mr. ******* regarding his concerns. On June 21, 2025, a disconnect order was processed and was completed on June 22, 2025, with an effective stop billing date of June 6, 2025, that provided a credit prorate.
  
  On June 26, 2025, the modem ending in F220 was removed from the account. On June 22, 2025, we attempted to remove the TV box ending in D194, but it was added back on June 26, 2025. On June 22, 2025, Mr. ******* was charged an early termination fee (ETF) that reflected on the billing statement dated July 22, 2025. This left a balance due. On June 23, 2025, Mr. ******* made a payment to zero out the account.  
  
  On July 22, 2025, Mr. ******* was charged for the unreturned TV box ending in D194, which reflected on the billing statement dated July 22, 2025. I advised Mr. ******* that if I remove the equipment and our warehouse adds it back, since they could not find it, then he would need to provide the receipt for the return or he will owe the fee for the equipment, as the charge will be placed back on the account and the account may go to collections.
  
  On August 8, 2025, I removed the TV box from the account as a courtesy. On August 8, 2025, Mr. ******* received a credit for the unreturned equipment charge, which will reflect on the billing statement dated August 22, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 08/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23693931
  
  I am rejecting this response because:

  The fact that this unethical business is still threatening to send the account to collections is telling.  They also billed me after I cancelled, which I did not authorize.   Keep in mind I returned the equipment as required. 

  Once I get a promise that NO further billing will take place, and no collection attempts made, I will release Comcast from this complaint, but not before.  And I never heard an apology, though I could be mistaken on that.
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast is useless when it comes to customer service, we signed up for **** services with them at the beginning of July. Its been nothing but h*** and their automated phone system is so ******** it just sits there in silenced confused as s*** when you tell it to transfer you to an agent, this is absolutely unacceptable, everytime it rains our internet goes out. This aint satellite service, nor is it 1970. This shouldnt even be an issue, y'all better get it together real quick like or Ill be taking my business to ***** This is ********. Account phone number is ************, but yall need to contact me at ************.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ***
              *********************
              ************, ** 32209
  
                Case Number:                    23693850
              Date of Notice:             August 3, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ***, regarding Xfinity service.
  
  I made several attempts to contact **** *** via telephone and email. Although I was unable to reach ***************, a review was completed on the account.
  
  The only service call recorded was the installation completed on July 9, 2025. **** **** has no record of any outages,since the account was created on July 8, 2025. A remote signal check on **** **** equipment, reflects the signal level being within operational standards.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on *************.
  
  Sincerely,
  
  
  Astashia K.
  Executive Customer Relations